1. Billing and Customer Service
1.1. telecom consumer service sector
1.1.1. virtualize large call center quickly
1.1.2. augment work
1.1.2.1. personnel
1.1.2.1.1. existing
1.1.2.1.2. new
1.1.3. What is the current enterprise stack
1.1.3.1. cloud based?
1.1.4. What call/engagement routing system do you have (if any)
1.1.5. How many customer engagements do you average daily
1.1.5.1. phone
1.1.5.1.1. #
1.1.5.2. email
1.1.5.2.1. #
1.1.5.3. In Person
1.1.5.3.1. #
1.1.5.4. Omni channel strategy?
1.1.5.4.1. video chat
1.1.5.4.2. social
1.1.5.4.3. chat
1.1.5.4.4. other #
1.1.6. What are typical executions of engagements
1.1.6.1. Billing
1.1.6.2. Customer Service
1.1.6.2.1. device
1.1.6.2.2. installation
1.1.6.2.3. returns
1.1.6.2.4. Etc.
1.1.7. what does a customer engagement look like
1.1.7.1. What is the average TPC (time per customer) or AHT
1.1.8. What does training look like currently
1.1.9. what does work station look like currently
1.1.10. What type of linguistic support do you need
1.1.11. What are your typical hours of operations